After eight years leading the team that has made Delta SkyMiles what it is today, Jeff Robertson, formerly vice president – SkyMiles, has turned his focus to Delta’s broad product and experience.
Jeff’s dedication to customers continues in his new role as vice president – Product Development, Delta Sky Clubs and Marketing Communications.
“I’m excited about this opportunity to provide the most innovative, reliable and consistent experience for all of our passengers while also finding ways to further improve the products they rely on,” said Robertson. “To be successful, we have to be in tune with the demands of our customer base, and especially our elite members, whose needs I have come to understand very well over the years.”
While leading SkyMiles, Jeff frequently engaged customers for feedback and forged partnerships that have not only shaped the SkyMiles Program, but also influenced Delta’s overall offerings.
During Jeff’s tenure, SkyMiles:
Successfully integrated the Northwest WorldPerks program in just 11 months (record time!)
Introduced the Diamond Medallion program
Improved the Million Miler program
Introduced spend thresholds on elite status
Launched new industry-leading card benefits like First Bag Free, and more recently,
Became the first major US carrier loyalty program to shift from a mileage-based to a revenue-based program.
With these changes, today the SkyMiles program is more sustainable, better balances customer interests with the cost of running the program, and will soon begin better rewarding customers who spend more with Delta.
With the foundation for the new program in place for its launch on January 1, 2015, Robertson is transitioning into his new role at Delta.
SkyMiles is in good hands
The SkyMiles team is more dedicated than ever. Karen Zachary will lead the SkyMiles global program planning and execution team, Ed Smith will be point on co-branded SkyMiles-American Express cards as well as all U.S. partners, and Jennie Ho will lead Delta’s non-U.S. program and partnerships. All three have worked closely with Robertson over the past several years.